Bilingual Analyst, Sales Monitoring & Oversight

at  CIBC

We’re building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what’s right for our clients.
At CIBC, we embrace your strengths and your ambitions, so you are empowered at work. Our team members have what they need to make a meaningful impact and are truly valued for who they are and what they contribute.
To learn more about CIBC, please visit
CIBC.com
What you’ll be doing
Reporting to the Senior Manager, Sales Monitoring, the Sales Monitoring Analyst will be part of a dynamic team that continuously monitors sales activity across multiple CIBC channels to mitigate reputational, operational and legal risk as well as improve frontline sales effectiveness through coaching and feedback. You will be responsible for managing end-to-end sales monitoring and risk mitigation by using strong investigative and decision making skills; as well as taking appropriate actions in a timely manner while providing a positive client experience when dealing directly with internal and external clients.
At CIBC we enable the work environment most optimal for you to thrive in your role. You’ll have the flexibility to manage your work activities within a hybrid work arrangement where you’ll spend 1-3 days per week on-site, while other days will be remote. Details on your work arrangement (proportion of on-site and remote work) will be discussed at the time of your interview.

How you’ll succeed

• Conducting Reviews - Conduct thorough reviews to identify high risk sales behaviours using detailed knowledge of CIBC policies, procedures and operations, CIBC code of conduct, organizational structure and risk management principles. Effectively reach timely and appropriate decisions regarding each situation and follow escalation protocols. Identify and refer different types of issues to relevant areas to be effectively investigated and resolved.
• Conducting Service Calls - Conduct service calls to CIBC clients to identify their understanding of products and services obtained from CIBC and effectively address clients’ issues to enhance client experience.
• Proving Guidance and Advice - Provide coaching and feedback to frontline leaders through written and verbal communications and address concerns and questions. Proactively and reactively respond to sensitive situations, including handling dispute and escalation from frontline leaders.

Who you are

• You can demonstrate experience. You have knowledge of CIBC policies and procedures, CIBC Code of Conduct, and risk management principles, and can leverage this knowledge to enhance the Sales Monitoring process and procedures. Frontline sales experience in Contact Centers is an asset.
• You give meaning to data. You enjoy investigating complex problems and making sense of information. You communicate detailed information in a meaningful way.
• You know that details matter. You notice things that others don’t. Your critical thinking skills help to inform your decision making.
• You put our clients first. You engage with purpose to find the right solutions. You go the extra mile, because it’s the right thing to do.
• You’re driven to succeed. You are motivated by accomplishing your goals and delivering your best to make an impact.
• You engage with your heart and mind. You care about people and understand different perspectives. You listen and learn from the experiences of others.
• You understand that success is in the details. You notice things that others don’t. Your critical thinking skills help to inform your decision making.
• You act like an owner. You thrive when you’re empowered to take the lead, go above and beyond, and deliver results.
• Values matter to you. You bring your real self to work and you live our values – trust, teamwork and accountability.
• You’re fluent in French and English to support business operations.

What CIBC Offers

At CIBC, your goals are a priority. We start with your strengths and ambitions as an employee and strive to create opportunities to tap into your potential. We aspire to give you a career, rather than just a paycheck.

• We work to recognize you in meaningful, personalized ways including a competitive salary, incentive pay, banking benefits, a benefits program, defined benefit pension plan, an employee share purchase plan, a vacation offering, wellbeing support, and MomentMakers, our social, points-based recognition program.
• Our spaces and technological toolkit will make it simple to bring together great minds to create innovative solutions that make a difference for our clients.
• We cultivate a culture where you can express your ambition through initiatives like Purpose Day; a paid day off dedicated for you to use to invest in your growth and development.
• Subject to plan and program terms and conditions

What you need to know

• CIBC is committed to creating an inclusive environment where all team members and clients feel like they belong. We seek applicants with a wide range of abilities and we provide an accessible candidate experience. If you need accommodation, please contact

Mailbox.careers-carrieres@cibc.com

• You need to be legally eligible to work at the location(s) specified above and, where applicable, must have a valid work or study permit.
• We may ask you to complete an attribute-based assessment and other skills tests (such as simulation, coding, French proficiency, MS Office). Our goal for the application process is to get to know more about you, all that you have to offer, and give you the opportunity to learn more about us.

Job Location
Toronto-81 Bay, 24th Floor
Employment Type
Regular
Weekly Hours
37.5
Skills
Analytical Thinking, COINS systems, Communication, Conducting Investigations, Customer Experience (CX), Group Problem Solving, Microsoft Offic

Please refer the Job description for details